Hotel Xcaret Mexico - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

14398 reviews

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  Blown away!!

  This has been one of my favorite places so far , the hotel and the staff was unbelievable!! From the minute we arrive you get the best support to take advantage of everything excaret offers Deliana was amazing she made our trip be successful helping us with all our activities and being attentive to all our needs . I will definitely will be coming back and I recommend this amazing paradise for everyone !!

  Jul 08, 2025
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  Guest services is a joke

  The resort is beautiful, the food is delicious and the activities are top notch. But, customer service sucks! Check in process took over an hour and a half. Check out was 30 minutes and we were one of the lucky ones. We asked that our mini fridge and snacks in the room were restocked several times but it never happened. A family members room was not ready and it took them 3 hours after check in to get it. Dialing concierge was a waste of time, they never answered. We had to walk up all the way to the lobby each time we wanted or needed something. And it’s a walk! We stayed in the new side of the resort, (not by choice, we were assigned there) we didn’t have hot water for days. They offered to finally move us on the last night there even after we asked several times. No compensation, no nothing. Just a “oh well, we are working out some kinks on this new side.” After paying over $1,000 per night you expect more out of this place. Dining Room service took 90 minutes to get up to our room, family member in another room placed an order twice and it never arrived. Lots of construction noice, dust, and smell of paint everywhere. Our room still had painters tape on the shower. Barely any water came out on the bathtub, toilet was always running, and little details that were missed. You can tell they are not all organized and some don’t even know what the hell was going on. I expected a lot, had high expectations and I’m afraid I was disappointed.

  Jul 08, 2025
• 

  SAVE YOUR MONEY!

  I would never recommend this hotel. No one comes by to clean our room on a regular basis. If they do come it’s not until 10pm when we’re already exhausted from the day and just want to sleep. We spent a week here and only had our room cleaned TWICE. Fridge had only been restocked once, we have called and requested it to be restocked and they say someone is coming but never show up. We were told on the first day that their policy is that it should never be empty so they insist we call if we run out. And apparently the ones who restock the fridge also restock the other essentials like hand soap. I asked the house keeper for hand soap and she said they didnt supply that. We’ve been having to use the bubble bath to wash our hands. Every time we try to order room service they say that the new casas have a different room service line to order from. (You can order from the TV but ours wasn’t working). They transfer us to who we should talk to but they never come to the line. We have waited over 25 minutes each time for them to pick up the phone and they never did. Was able to have room service once but I had to walk all the way to the main lobby (10 min walk) and order it from there. None of the ice machines in our casa work so before we go to the parks we have to bother a waiter at La Xentral to fill our bottles for us. I hate bothering them but we don’t have any cold drinks to take with us since they haven’t restocked our fridge. The property is HUGE and they keep expanding it. There’s no shuttle service or anything so if you have dinner reservations, you may have to leave 30 minutes early to be able to walk there and find your way. Also with as much money as they charge they should have a more adequate map. It’s so hard to find where certain places are because the map on the app puts a white square in the same spot for every destination you want to go to. The signs at the hotel are also inadequate as it will point in the direction you need to go and then you have to guess the next 5 turns and hope you see another sign confirming you’re still heading in the right direction. When we went to Las Cuevas and got to the center there were two signs that both pointed in the opposite direction of where the hotel was. We had to go straight across but one sign said to make a left and the other sign said to make a right. If you didn’t read all of this and just skipped to the end, just know that they charge INSANE prices (and continuously increasing them) but their service is not even on par of a 3 star hotel. When we expressed our complaints at checkout all they said was “oh ok” and proceeded to direct us to someone to sell us on another trip to go back.

  Jul 08, 2025
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  HORRIBLE CUSTOMER SERVICE

  Horrible experience. This place is so hipped up. For my wife and, this place is 1000% overpriced. We have travelled to Europe, Canada, most of the United States and have never seen such an overpriced, overrated place. Xcaret group has their army through out Cancun trying to lure unsuspecting vacationers to sell them overpriced membership packages with marginal benefits for their members. Our experience with their salesmen Jean Paule was a nightmare. He was EXTREMELY RUDE to my wife. We have never had a person walkway from their sales pitch (after 1:30 hrs +) without saying a word after his manager started to talk to us after his TIMESHARE presentation. We met a couple from LA that had just bought their membership. She was literally crying because of their experience. The lady said to us to invest your money wisely; she said once you sign on the dotted line, you are no longer provided good customer service. We were “never” told by the salesman at the Xcaret Isla Mujeres ferry that this so called marketing presentation of their new hotel was actually a TIMESHARE presentation. Horrible Horrible experience. HORRIBLE!

  Jul 08, 2025
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  As they raise the price the experience goes down

  I have been coming to this resort for 7 years several times a year. As the prices go up the quality and service goes down. You’ll see a lot of previous reviews mentioning how good the food is. And it certainly used to be. But apparently as of 2 months ago all the menus changed and the cost cuts are terribly clear. On top of a significant reduction in food options, Restaurants that are al la cart no longer serve normal sizes portions and they literally get angry if you order multiple things to the point in which they become rude and disrespectful. The manager at what used to be my favorite restaurant las playas said that I am not the first regular who has complained about the change in menus and food options but that they got a new head chef who bought his own menu. How did they lose their head chef? If it wasn’t broke why fix it? The new Menu is cheap and tasteless. Please do not come expecting 5 diamond experience as it is the farthest thing from now. They have truly ruined what used to be paradise. They have become greedy favoring growing the resort over maintaining a level of customer service and quality options. This resort is no longer worth the high price tag. The food at secrets moxie blows theirs out of the water now. Depressing day. They have officially put greed before all 🥹

  Jul 08, 2025